Latest Contact Centre News

804101348 – Head of Contact Centre Operations

Northern Ireland
Posted 4 days ago
Head of Operations (Contact Centre)

Fantastic opportunity for someone who has proven experience as a Head of Operations – managing large Contact Centre Operations (in excess of 300+FTE) driving performance & delivering outstanding customer service to our clients & Customers.

This is a permanent vacancy and will require you to live full time in Northern Ireland: £75-85k + 20% Bonus + Bens.

 – You will have full P&L responsibility for the operations.

 – Design, build and deliver new business case, working across all teams to drive CEX initiatives from conception through to delivery

 – Develop and build an operational team who are passionate about continuous improvement

 – Lead the forecasting and planning of the business succession plan.

 – Deliver to business objectives and service level agreements

 – Take full control of the budgets

 – Take responsibility for the analysis and interpreting of all data and provide the best service

Required Skills and Experience:

 – Extensive experience of managing large service teams in a contact centre environment

 – Excellent ability to develop and deliver exceptional customer service

 – Passion for driving coaching and development initiatives allowing people to reach their potential

 – Ideally proven experience in a B2C environment

 – Experience of leading through change and transformation would be advantageous

 – Good knowledge of the resource planning function




Ref: 804101348
Job Type: Permanent
Location: Northern Ireland
Salary: 75 – 85k + 20% Bonus + Bens
Consultant: Guy Masters

Job Features

Job CategoryOperations Manager

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